Item Not Received Claims

For item Not Received claims, sellers have seven 7 days (on eBay US) or 10 days (on eBay UK) to arrange one of the following:

1. Appeal the claim by providing proof of delivery. For items valued over $250, eBay also requires signature confirmation.
2. Come to an agreement with the buyer to send the item or a replacement item
3. Or, refund the buyer

Item Not As Described Claims

For item not as described claims, sellers have seven 7 days (on eBay US) or 10 days (on eBay UK) to arrange one of the following:

1. Contest the claim by providing proof to eBay that the item was described properly (for example, the buyer is claiming that the item is used rather than new, and the listing clearly describes the item as used)
2. Send a replacement item, if this is what the buyer would prefer. Buyers are required to return the original item first.
3. Or, refund the buyer. Buyers are required to return the original item first, except for buyers who make a counterfeit claim and obtain a manufacturer's or law enforcement certification that the item is in fact not authentic will not be required to return the item to the seller.